Date and Time

About Shailesh Wanjara

Service Line: • IT Service Management o Trainings , Consulting and Tools Areas of Practice: • ITSM implementations • ITIL Gap Analysis and Consultancy • ISO 20000 Consultancy • Various ITIL V2 & V3 Trainings at all levels • COBIT Trainings • Project/Program Management • Business/Systems Analysis • Data Analysis • Post-implementation reviews Industry Lines: ? Telecommunications ? Financial Services ? Technology Services ? Service Management Tools Education & Certifications: ? MBA from Pune University ? ITIL v2 and v3 foundation certified ? ITIL Service Manager (V2 Manager Certification) ? ITIL V3 Expert Certified ? ISO 20000 Internal Auditor Certification ? CobiT Certified ? PRINCE 2 Certified Professional Experience: Shailesh Wanjara is a Senior Consultant in the IT Service Management (ITSM) practice of SkillMetrix. Shailesh is a hard-working professional who values his productivity in an organization right from day zero. He is working towards a successful and rewarding career in consulting organizations to help them realize the true potential of their investments in IT. He has 9+ years of experience in IT domain in ITSM, Server Support, Desktop Support, Networking,Managed Services and IT Infrastructure Services in designing and customizing thesolutions through consulting and training practice. He brings in the experience from an IT service provider’s & System Integrator’s point of view. Experience Highlights: Shailesh has specific experience on various end to end ITIL / ISO 20000 and ITSM Implementations and consulting projects such as follows: • One of the largest bank in Saudi Arabia wants to implement BMC Remedy ITSM to streamline the service support activities of the bank’s IT team. Shailesh was involved in the project from the conception to delivery in terms of Requirement Gathering, Understanding Docs, Reporting, Conducting the Analysis/brainstorming workshops, Communications with the business/user representatives involved in implementation and User Trainings. He is also responsible for status reporting and management presentations at end of each major phase of implementation. • A software services organization (6,000 employee strength) : Client desired to have their internal IT support team (@60 members) motivated and trained for process performance improvements before an ISO 20 000 audit. Shailesh Delivered an orientation workshop where we secured acknowledgement from the team for the gap-analysis and agreement for performance improvements targets. The client team was highly motivated towards performance improvement. The bimonthly targets set in the last ‘commitment’ session were actually achieved by the team on an average within 25 days, telescoping one year’s improvement in less than six months. • Shailesh has worked with a large technology company as core member of ITSM practice and implementation. He has done ITIL process consultancy (Gap analysis, project planning, design) for the company. He was also involved in ISO 20000 work, ITIL Process Design and Implementation, Reporting Design and implementation. • He has been involved in ITIL in various roles like: Core Team Member ITSM Practice and Implementation, ITIL Process consultancy (Gap analysis – specially for incident and problem management process, project planning, design) Design and development of ITIL Training Courseware and its delivery Team member Employee ITIL Certification program. • Trainings worldwide: Shailesh has delivered trainings worldwide in the areas of ITIL. He has delivered several trainings in ITIL Foundation, ITIL Service Manager in India, Middle East and Africa. Multiple End to End ITIL and ISO 20000 consultancy experience which includes all aspects of ITIL like Current State and Gap Analysis, Implementation, Pre Certification Audit, Tool customization guidelines and project planning Background: • Total experience of more than nine years • Spent over 2 years in IT Service operations at various levels. • Spent Two years as a team member for implementing Remedy (IT Service Management Tool from BMC Software). • Worked on Remedy migration projects. • Worked on enhancement and optimization and utilization aspects of open source ticketing system OTRS for the one of the employers. • Has worked on ITIL Framework as trainer, consultant and implementer. • Have done various assignments on ITIL / ISO 20000 consulting and implementations along with open source tool like OTRS. • Has worked on service management tools like Remedy (BMC Software) and also on Discovery and Event monitoring tool from BMC. Achievements: Consulting and Implementation: • Implemented (On-site Team Member/Functional Consultant) Remedy (ITSM Tool) at a multinational bank in Saudi Arabia and other various companies with On site/Offsite model. • Worked as Subject Matter Expert for the courseware development on ITIL Foundation, Practitioner & Managers level. • Played instrumental role in getting many organizations certified for ISO 20000 • Played instrumental role in getting organization accredited for ITIL Foundation, Practitioner and Managers level Trainings: ? Training delivery on ITIL V3 Foundation level & Intermediate level, CobiT and PRINCE 2 with passing rate of more than 95 % in India and across the Globe

SkillMetrix deliver in-house, open-house and customized trainings across various domains. We would also like to keep you updated about our training domains like –IT Service Management, Project Management, Information Security Management and Quality Management, Business Management.

Who should attend

The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to:

• IT professionals • Business managers • Business process owners • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization • IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme • Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Pre-requisites

ITIL V3 Foundation Certificate

What you need to bring

During the training we will provide you with: Hard Copy Student Handbook (Slide and note) Key concept guide (Prepared as per exam focusing on exam as per syllabus)